I have struggled to buy and install the GNS430 product for a brand new Windows 10 gaming PC. The e-commerce interface is very dated, confusing and failed to process my transaction via Paypal but a subsequent attempt without registering an account and using a credit card did work, once I'd opted not to create a F1 account.

On running the installer, the Garmin Trainer installation froze. I downloaded the Garmin Trainer from the link given in the installer screen - the plug-in menu shows up within X-plane using the standard default Cessna 172 but on displaying the GNS430 as a pop-up Window, it gives an error message

"RXP Invalid Licence Contact Vendor"

I would have thought that the licence key files would be the most obvious reason for blocking access. The .lic file is in C:/RealityXP directory as is the .key file. 

The F1 website has some description of how their fulfilment process works, but on clicking the link to download a replacement licence key, it takes you to a webpage with a 500 HTML Server Error.

Do these have to relate to the user account on the PC or is there some other check I'm overlooking?

Any suggestions on how to resolve this type of issue?

 

Edited July 1, 20205 yr by RXP

I'm really struggling with this product. My credit card has been charged, I have downloaded the software and installed with all the different files appearing to be in the appropriate (default) folders. But I get this warning message about Invalid licence and it doesnt work.

I can't submit a ticket on the F1 ecommerce site because I didn't create an account when buying the product (it wouldnt let me for some reason). After trying for 30 minutes to figure out how to reset my password (not possible because no account exists) or create a new acount (not possible because the email address has been used), I've given up. There appears to be no way to communicate with F1 without an account but the system wont let me create one.

The RealityXP website directs support queries only to this website forum. There appears to be no other way to communicate directly with them for support queries. But nobody has been able to answer my query above in the last 3 days or suggest anything I might try. My system is new and untarnished so I really wouldn't expect any problems.

Can anyone suggest how I might resolve this - I know the software is good when it works, but there is a lot of pain involved in the purchase and initial installation process.

Edited July 1, 20205 yr by RXP

I understand your frustration!

I'm going through something vaguely similar with the GTN750 in XP11.

These guys really need to get their act together.

Hi,

I'm sorry I've missed your post a few days ago.

The GNS 430 is displaying this error message indicating a problem with the license authentication. However once you've pass the initial POST screens and display for example the map page, is there any other message popup up and if so what does it say?

Please note: most 'invalid license' problems are usually resolved in just reinstalling the product with the e-commerce installer: run it, enter your F1 credentials, press the REINSTALL button. Even if you haven't created an account at the time you've purchase the product you can still create a F1 account afterward with the same email address.

PS: we're currently finalizing the transition to a modern e-commerce update and we're hoping having it online in a few days.

You might want to see this:

 

On 7/1/2020 at 4:42 PM, RXP said:

However once you've pass the initial POST screens and display for example the map page, is there any other message popup up and if so what does it say?

With a fresh 11.41 install and using the stock Cessna 172, the RXP GNS430  first displays the "INVALID LICENCE PLEASE CONTACT VENDOR".

On pressing ENT, It displays the Instrument Panel Self Test and does not respond to any further keypress. Not possible to get to the map or any other page.

The dual inner knob can be turned with the mouse and shows the knob is revolving in steps, but there is no other response.

On 7/1/2020 at 4:42 PM, RXP said:

Even if you haven't created an account at the time you've purchase the product you can still create a F1 account afterward with the same email address.

I tried this several times. The email address is not accepted to create a new account on the website, but not recognised to request a forgotten password reset.

Further after your suggestion above, I downloaded the F1 installer app and managed to create a F1 account using that. It seems to be mainly a sales program listing many other products.

This did allow me to login to my F1 account on a web browser using the new account, and re-download the eCommerce installer for the product.

I completely reinstalled using the validation method with my account.

The result was the same INVALID LICENCE warning message and no functionality.

 

Can you please advise how to proceed?

Edited July 2, 20205 yr by RXP

Hi,

Now that you've created your account, have you check your purchase is attached to it using the online 24/7 portal?

If not, do it. If you can't, open a ticket. Once done, just download the e-commerce installer from our website and nowhere else, then use your F1 account to authenticate and click the REINSTALL button.

Otherwise we expect releasing the new e-commerce solution in a few days from now which will certainly help a lot too (but won't be of any help if you're not making sure your purchase(s) are attached to your F1 account).

I've possibly identified that the reason I couldn't log in or create a new F1 account may be related to cookies on my browser.
I was doing this on my own PC rather than the new games machine I've just bought. Clearing the cache allowed me to login.

Yes, the order is listed on the F1 account. I did click on the link from that page, downloaded the installer. Same result with INVALID LICENCE shown.

Any other suggestions?

Should I delete files and/or registry entries and/or anything else before trying again?

I look forward to testing out your new and updated e-commerce solution.

 

Edited July 3, 20205 yr by RXP

11 hours ago, flyerdaviduk said:

I look forward to testing out your new and updated e-commerce solution.

I think at this stage it would be the best. I'm sorry for the unfortunate experience with all this so far, but we'll get to the bottom of it.

I did submit a ticket to F1 and got the following reply. 

It seems like they do not add anything to the purchase or support process and I look forward to using your new e-commerce system.
I tried everything listed on their FAQ page, including disabling Anti-Virus/Firewall programs, re-downloading, reinstalling several times.
Unlike X-Plane, I haven't found any separate diagnostic report (log.txt file) that might indicate what the issue is.

Meanwhile, if you do have any ideas about what else I could try to get your product to run on my machine, I'm all ears.

Given the time I've wasted on this, perhaps I should request a full refund from F1 and buy a new copy through the new platform.

As a last resort, I would request a refund from my credit card company but I'd really rather not do that because it involves extra cost and hassle all round.

==

Hi,

 

Unfortunately we do not know about these products. They only use our ecommerce system. Did you try posting in their forum?

 

http://www.avsim.com/forum/767-the-realityxp-support-forum

They should be active there and can guide you on what to do.

Thanks,

The F1 Team

Edited July 4, 20205 yr by RXP

Still no help on getting this to work.

I reset Windows 10 on this new gaming machine, keeping the user accounts/files but completely reinstalling the operating system. X-plane worked fine as before (just needed licence key re-entered), Orbx Central worked OK - finding the files that were there before. I re-downloaded and reinstalled RealityXP including the Garmin Trainer, which included a validation step with the online server.

Same result - GNS430 in X-Plane displays the same warning of

"RXP INVALID LICENCE CONTACT VENDOR"

This is now quite frustrating. The only method of contacting the vendor for support is this forum.

The last reply above was a week ago. Has there been any progress on the forthcoming e-Commerce server - which may not address the problem I have - and is there any other method of obtaining installation/product support?

 

 

We're still working on this, side tracked by the other projects we're also working on.

Can you please PM me your purchase order number?

Help please. 

Upgraded my OS from Windows 8 to Windows 10.  Ran the original installer to re-install the Reality XP GTN-650.  Selected "Click Here to Reinstall".  I then see two choices.  Reinstall Using Your Key File (key files were on 😄 drive which has been wiped to install Win10), or Reinstall using your F1 Login and Password.  I do not believe I created an account when I purchased the software, but I enter the email address I used for the purchase (I have the confirmation email from flight1 at that email address), and the password I normally use on sites such as this.  I get an invalid username/password message.

I click on the "Click to Learn About F1 Accounts" and it takes me to a page to create a F1 Account.  I fill out the form, and I get a message saying the account already exists.

This error page has a link titled, "How to contact us".  I chose that.  This takes me to a page for Customer Service.  Under the eCommerce section, there is a link for people who are having trouble reinstalling, who are getting an error about username/password validation.  I click on that.  This takes me to a login troubleshooter page where I can choose password reset.  I click on that link, and a page pops up asking me to enter my email address.  I do so, enter the Captcha, and submit.  I get an error message saying the an account for the submitted email address cannot be located.

Wait - there's more.  (sigh)

I go back to the login troubleshooter page, where it asks, "were you able to reset your password", and I click "no".  The next page says to click on a link to submit a ticket to F1 customer service.

Wait - this gets better (sigh)

I click on the link and guess what - it asks me to enter my username and password in order to create a ticket.  So let's sum up here.

-  I need a valid username and password to enter a ticket
-  I probably don't have an account but I enter a username/password to try anyway.  No luck.
-  I go to a page to create an account, enter my email address and other information, and I get an error saying my account already exists??!!!!!! offensive initials not allowed?
 

tl;dr
Can't create an account because F1 says my account already exists.  Can't reset the password on the account because the email address cannot be located.  Can't file a trouble ticket with F1 because I need a working username/password.  (really??!!)

Help?  Anyone?  Please?

 

Edited August 19, 20205 yr by RXP

This problem has been resolved.  Thank you.